Using Zoom Contact Center role management

Zoom Contact Center admins can use the role management feature to control access to features and settings in the Zoom web portal. For example, you can assign certain agents as supervisors and give them access to view the queue analytics dashboards so that they can track queue KPIs.

This article covers:

• Default roles
• How to add members to roles
• How to add a new role or duplicate an existing role
• How to edit role settings and privileges
• Role Settings tab
  • Administration section
  • Reports section
  • Client section
• Engagement Settings tab

Prerequisites for using role management

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license

Default roles

There are three default roles that you can add members to. You can’t delete these roles, but you can duplicate these roles to use as a starting point for a new custom role.

Role name	Level of access
Admin	All Zoom Contact Center features and settings in the web portal and desktop client.
Supervisor	Some permissions for management features in the web portal and desktop client.
Agent	All desktop client features, but no management features in the web portal.

 

How to add members to roles

Add members to a role to specify the users that have access to the role's privileges.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Roles.
3. Click the name of the role you want to assign members to.
4. Click the Role Members tab.
5. Click Add Members.
6. Enter names or email addresses to specify users to add as members.
7. Click Add.

How to add a new role or duplicate an existing role

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Roles.
3. Click Add.
   Note: Alternatively, you can create a new role by duplicating an existing role. Click the ellipses icon in the last column, then click Duplicate.
4. Specify the following information:
   • Role name: Enter a display name to help
   • Description: Enter an internal description for the role.
     Note: This option isn’t available when duplicating a role.
5. Click Add or Duplicate.

How to edit role settings and privileges

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Roles.
3. Click the name of the role you want to edit.
4. Change the role privileges as needed.

Role privileges

Role Settings tab

Administration section

• User management
  Note: If you're editing a role you're a member of, you can't edit this privilege if View and Edit privileges are selected. This is to prevent admins from accidently losing access to contact center user management.
• Queue management
• Skills management
• Routing profile management
• Flow editor management
• Disposition management
• Roles management
• Asset management
• Address book management: Create and manage address book units and address books/contacts.
• Waiting room management: Create or edit Waiting Rooms and customize Waiting Room settings.
• Number management
• Account preference management
• Inbox management
• Log management: View the engagement log (web portal).
• Call recordings management
  • Play: Play call recordings using the recordings log (web portal). 
  • Download: Download call recordings using the recordings log (web portal).
  • Delete: Delete voice call recordings using the recordings log (web portal).

Reports section

• Historical reports
• Real time reports
• Operation logs
• Usage reports: View activity, access, and storage reports.

Client section

• Analytics tab
• Inbox tab
• Address book tab
• Teams tab
• Active engagements tab
• Closed engagements tab

Engagement Settings tab

• Transfer engagements
• Opt in/out of queues
  
• Add or edit notes
• Listen in on engagements
• Barge in on engagements
• Upgrade engagements: To allow agents to upgrade an active chat engagement to a video engagement, enable the setting, then select Upgrade from Chat to Video Call.
• Whisper to engagements
• Send outbound SMS messages
  • By entering any phone number: If enabled, role members can manually enter a phone number to send SMS messages to. If disabled, role members can only send SMS messages to address book contacts.
  • Send to any consumer while agent is not in an active engagement: If enabled, role members can send SMS messages only if they're not in an active engagement (availability status is Not Ready). If disabled, role members can send SMS messages when they are in an active engagement.